Helprace
Shared inbox software
Help desk software
Customer self-service software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$18 per agent per month
Free TrialFree version
Small
Medium
Large
- Retail and wholesale
- Information technology and software
- Real estate and property management
What is Helprace
Helprace is a customer support platform that combines a ticketing help desk with a knowledge base and community-style self-service portal. It is used by small to mid-sized teams to manage customer inquiries across email and web forms, publish help articles, and capture feedback. The product emphasizes an integrated help desk + knowledge base experience with customizable portals and workflows rather than a broad, all-in-one CRM suite.
Integrated tickets and knowledge base
Helprace provides ticket management alongside a built-in knowledge base and community portal in the same product. This supports deflecting repetitive questions by linking articles to ticket workflows. Teams can maintain public documentation and manage support requests without deploying separate systems.
Customer portal and community features
Helprace includes a customer-facing portal that can host knowledge base content, forums, and feedback/idea collection. This helps teams centralize self-service and customer discussions in one place. It is useful for SaaS and product-led support models where customers expect searchable help content and a place to post questions.
Workflow and automation basics
Helprace supports core help desk functions such as ticket assignment, statuses, tags, and automation rules. These capabilities help small teams standardize triage and reduce manual routing. The feature set aligns with common help desk requirements without requiring a large implementation effort.
Limited omnichannel depth
Helprace is primarily oriented around email/web ticketing and portal-based support. Organizations that require deep native coverage for real-time channels (e.g., advanced live chat, social messaging, or SMS) may need additional tools or integrations. This can increase operational complexity for teams running high-volume, multi-channel support.
Fewer enterprise controls
Compared with platforms designed for large enterprises, Helprace typically offers fewer advanced governance features such as granular role-based administration, complex audit requirements, or highly customizable data retention controls. Larger organizations may find limitations when standardizing processes across many teams. This can affect suitability for regulated or multi-division deployments.
Integration ecosystem may be narrower
Helprace supports integrations, but its ecosystem is generally less extensive than products built around large app marketplaces. If your support stack depends on many prebuilt connectors (CRM, data warehouse, telephony, or specialized analytics), you may need custom work. This can slow down rollout and increase ongoing maintenance.
Plan & Pricing
| Plan | Price | Key features & notes |
|---|---|---|
| Tickets | $18 per agent/month (billed annually) / $20 per agent/month (billed monthly) | Ticketing system for one-on-one support; Unlimited mailboxes; Domain mapping; Custom domain SSL; Saved replies, Macros, Agent Collision, User Profiles, SSO, API, Webhooks. |
| Community | $18 per agent/month (billed annually) / $20 per agent/month (billed monthly) | Feedback portal & community: unlimited articles & storage, feedback widget, instant answers, adaptive smart search, drafts, crowd help, SSO, API, Webhooks. |
| Docs | $18 per agent/month (billed annually) / $20 per agent/month (billed monthly) | Public/internal knowledge base: unlimited articles & storage, domain mapping, internal & public docs controls, adaptive smart search, drafts, SSO, API, Webhooks. |
| Self-Service | $27 per agent/month (billed annually) / $30 per agent/month (billed monthly) | Multiple public/private Docs & Community sites; self-service portal, instant answers, adaptive search, feedback collection, drafts, crowd help, widgets, SSO, API. |
| Helpdesk | $27 per agent/month (billed annually) / $30 per agent/month (billed monthly) | Ticketing + Docs with reporting and SLAs: reports, workflows, satisfaction rating, internal & public docs, advanced ticket routing; includes Helpdesk features listed. |
| Complete | $36 per agent/month (billed annually) / $40 per agent/month (billed monthly) | All-inclusive bundle (Ticketing, Docs, Community) with full feature set, regional data hosting options, advanced workflows, teams, ticket restrictions, Contact Cloud, and +100s more features. |
